Major Incident Manager

As owner of the escalation process the Incident Manager will take ownership of Major Incidents, ensuring co-ordination of the resolving parties, effective communication to stakeholders and completion of Post Incident Reviews. This role also requires working flexible hours (24x7) across 3 different shifts on a rotation basis and a willingness to work on-call if required.

• Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations
• Ability to effectively operate and communicate efficiently under pressure
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
• Determines if an incident needs to be escalated according to priority and severity of the issue
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Ensure the closure of all resolved and end-user confirmed Incident records
• Drive cross functional and technical team collaboration during problem resolution
• Facilitate timely identification, escalation, resolution, and follow-up for all outstanding issues
• Identify potential problems and/or increasing trend of repetitive Incidents
• Initiation of a Bridge Call and War Room where required to facilitate restoration of services
• Provide guidance to the Incident Process Coordinators
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
• Manage workload through effective staff capacity management and scheduling 
• Available for on-call and emergency response rotation as needed
• Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents or Problem tickets
• Attendance at the regular CAB meetings to contribute to discussions and impact assessments of proposed service changes as well as ensuring business impacts and communication is taken care of ahead of changes being implemented
• Escalation of risks and issues to management/executives

• ITSM Tools • APM and Infrastructure Monitoring Tools

ServiceNow

DynaTrace

Grafana